Technical Support Specialist

About the role

We are seeking a proactive Technical Support Specialist to investigate and resolve technical requests related to hotel and room availability. The role involves independent problem‑solving, collaboration with development and product teams, and continuous process improvement.

Key responsibilities

• Investigate internal technical requests concerning hotel and room availability and maintain high CSAT scores.
• Handle alerts on availability drops, analyze issues, develop hypotheses, and monitor restoration progress.
• Reduce Development and QA workload by deepening technical and functional expertise and managing escalations effectively.
• Contribute to process optimisation, documentation, AI‑powered automations, and project management with the Product team.

Required profile

• Experience in technical support, integrations, or IT operations with a proactive, autonomous work style.
• Strong ability to investigate issues independently, collect data, formulate and test hypotheses, and identify root causes.
• Excellent communication skills for facilitating calls with developers, internal users, suppliers, and stakeholders.
• Conversational English at B2 level for work‑related calls and written communication.

Required skills

• Experience with logs, monitoring tools and metrics (Grafana is a plus).
• Understanding of HTTP/API concepts, response codes, JSON/XML formats.
• Basic SQL skills for querying and validating data.
• Ability to document solutions clearly and contribute to continuous improvement.

What we offer

• Remote work opportunity.
• Supportive, ambitious team with internal training and soft‑skill development programs.
• Partial compensation for external training and conferences.
• Corporate English school with group and individual lessons.
• Corporate discounts on hotels and travel services.
• Extra non‑working day (MyTime Day Off) without loss of compensation.